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Dear IT Service Professional,

With the current corporate focus heavily fixated on "do more with less", customer disatisfaction at record levels and the worldwide phenomenon of 'global service' - it's time to take a much harder look at how IT adds value to any business and the role we play in bringing more value to the table.

The 'trick' is Service.

For us - that means "IT" Services.

As we know, Business folks don't care about servers, routers, application API's and firewalls. Nor should they.

They just want their services to be 'always on', perform well and form a reliable part of their working life.

From the top: how IT adds real value to an organization - rather than just costs a ton of money and shows very little return (as the next project comes in late, delivers little and costs 33% more than expected) it's clear a new agenda in demonstrating IT Service Value is necessary.

ITIL helps.

So do other best practices, frameworks and standards such as ISO/IEC 20000.

In the final analysis though - it's YOU and your people that make the real difference.

I look forward to sharing with you my personal insights and 'what works' and perhaps even 'light bulb' moments as I partner with other ITSM experts to share, educate and promote IT Service Management Best Practice.

Wishing You Great Service!

Robin Yearsley.

P.S. I encourage you to post a comment on this Blog and let your words be read by many!


All things IT Service Management including: ITIL, ISO 20000 and the Customer Experience; what works, what doesn't and what we can do about it.